Endeavor offers varying levels of support ranging from Business Hour Support to 24 X 7 Support: These support offerings provide timely access to Endeavor Technical Support Analysts and entitles the subscriber to the following benefits.
|Support Level||Language||Hours||Contact Method||Description|
|Standard||English||8:00 am — 6:30 pm CST*||Phone & Email|| |
|Premium Support||Multilingual||24 x 7*||Phone, Email & Chat|| |
* with the exception of Endeavor company holidays.
The support service will take both email and phone support requests on the availability posted above for the Supported Languages.
The goals for Tier 1 support will be to do the following:
- Confirm Receipt of request via email
- Understand the priority of the issue upon initial outreach
- Gather complete facts / steps incurred to create the issue
- Complete Tier 1 trouble shooting procedures
- Document the issue in the Endeavor ticketing system
- Provide the ticket number to client
Prioritization of Issues:
When requesting technical support assistance for a new issue, the Tier 1 Analyst will request that you assign a priority to the issue. This priority code helps us to understand the impact this issue has on your organization. Furthermore, since Endeavor Commerce Help Desk personnel are a “shared” resource, we rely on these codes to assist us in prioritizing our responsibilities.
Once the Request has become a trackable issue and the issue number has been emailed to Requestor, that issue can be tracked by calling or emailing Support.
Endeavor’s Azure Platform:
Beyond trouble shooting localized support issues, Endeavor has been selective in choosing a platform to enable its applications and data. The Endeavor support infrastructure core is built to enable recovery from any level of failure. With our Azure platform we operate the Endeavor application within a fully fault tolerant and redundant, multi-location recovery system. This includes all facilities from the communication tools to redundant system processors. The communication system is cloud based, co-located and has access to high speed internet technology. The Azure facilities are supported with uninterruptible power supplies (UPS), battery and are backed by a generator for any extended outage issues.
Endeavor leverages Azure’s advanced firewall system which has multiple authentication tiers, redundant systems, multiple daily data backups, active anti-virus scanning and advanced recovery methods to secure data. All data and back-up information is stored with an advanced 3rd party PCI DSS company, based in US.
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“Their client service team has been outstanding by being not only responsive, but also very adept at listening to our issues and proposing/designing appropriate solutions. I particularly like that the client services team does not just handle an issue and leave. They take the time to teach us how to handle the particular issue in the future. They have taught us so much so that we could go forward on our own.”